| Greeting |
Uses a friendly and professional greeting (e.g., "Thank you for calling XXXX, This is Jem. How can I help you?") |
- Did the CSP use a friendly and professional greeting?
|
|
3 |
0 |
|
| Active Listening |
Demonstrates active listening skills (e.g., acknowledges caller, uses verbal cues like "uh-huh" or "okay"). Avoids interrupting the caller. Gauges the customer's pacing by adjusting responses and communication style to match the caller's speed and tone, ensuring a comfortable and effective conversation flow. |
- Did the CSP acknowledge the caller?
- Did the CSP use verbal cues (e.g., "Mm-hmm", "okay")?
- Did the CSP avoid interrupting the caller?
- Did the CSP match the caller's speed and tone for smooth conversation flow?
|
|
3 |
0 |
|
| Empathy |
Uses empathetic language to acknowledge the caller's concerns (e.g., "I understand your frustration…" or "It sounds like you're having trouble with…"). |
- Did the CSP use empathetic language to acknowledge the caller's concerns?
|
|
3 |
0 |
|
| Professionalism |
Maintains a professional and courteous tone throughout the call. Uses clear and concise language. Avoids personal opinions or unprofessional language. |
- Did the CSP maintain a professional and courteous tone throughout the call?
|
|
6 |
0 |
|
| Needs Identification |
Effectively gathers information to understand the caller's needs and concerns. Asks clarifying questions to ensure a complete understanding of the issue. Maintains a smooth and organized call flow based on customers concern and guide the conversation in a way that makes it easy for the customer to provide all relevant information. |
- Did the CSP effectively gather information to understand the caller's needs and concerns?
- Did the CSP ask clarifying questions to ensure a complete understanding of the issue?
- Did the CSP maintain a smooth and organized call flow based on customers concern?
- Did the CSP guide the conversation in a way that makes it easy for the customer to provide all relevant information?
|
|
10 |
0 |
|
| Customer Focus |
Prioritizes the customer's needs throughout the call. Uses solutions and language tailored to the customer's situation. Puts ample importance to the customer's time which should shown on timely resolution and putting the customer on hold only when essential |
- Did the CSP prioritize the customer's needs throughout the call?
- Did the CSP use solutions and language tailored to the customer's situation?
- Did the CSP put ample importance to the customer's time?
- Did the CSP resolve the issue in a timely manner?
- Did the CSP put the customer on hold only when essential?
|
|
5 |
0 |
|
| Building Rapport |
Establishes rapport and builds trust with the customer. Maintains a positive and helpful attitude. |
- Did the CSP establish rapport and build trust with the customer?
- Maintained a positive and helpful attitude throughout the call?
- Made the customer feel comfortable and supported?
|
|
5 |
0 |
|
| Communication |
Communicates clearly and concisely with the customer. Avoids technical jargon and uses language the customer understands. |
- Did the CSP communicate clearly and concisely with the customer?
- Avoided technical jargon?
- Used language the customer could easily understand?
|
|
5 |
0 |
|
| Product Knowledge |
Demonstrates a strong understanding of the company's products and services. Answers customer questions accurately and confidently. |
- Did the CSP demonstrate a strong understanding of the company's products and services?
- Answered customer questions accurately?
- Communicated confidently when explaining products or services?
|
|
10 |
0 |
|
| Solution-Oriented |
Focuses on providing solutions and resolutions to customer problems. Offers multiple options when possible.Ultimately, is the issue resolved? |
- Did the CSP focus on providing solutions and resolutions to customer problems?
- Were multiple options offered when appropriate?
- Was the customer's issue ultimately resolved?
|
|
5 |
0 |
|
| Problem-Solving Skills |
Uses critical thinking and problem-solving skills to address customer concerns. Thinks creatively to find solutions for complex issues. |
- Did the CSP demonstrate critical thinking and problem-solving skills during the call?
- Did they think creatively or resourcefully when addressing complex concerns?
|
|
5 |
0 |
|
| Escalation |
Followed process designed for complex issues and/or consultation |
- Did the CSP follow the process designed for handling complex issues or consultations?
- Did they escalate appropriately or seek assistance when needed?
- Were all relevant steps followed according to standard procedures?
|
|
5 |
0 |
|
| First Call Resolution (FCR) |
Attempts to resolve the customer's issue during the first call whenever possible. Documents the resolution clearly for future reference. |
- Did the CSP attempt to resolve the customer's issue during the first call whenever possible?
- Was the resolution clearly documented for future reference?
- Did the CSP take ownership of the issue to avoid unnecessary follow-ups?
|
|
5 |
0 |
|
| Action Items & Follow-Up |
Clearly communicates any action items or follow-up steps to the customer. Documents next steps and deadlines for internal tracking. |
- Did the CSP clearly communicate any action items or follow-up steps to the customer?
- Were next steps and deadlines documented accurately for internal tracking?
- Was the customer informed of what to expect and when?
|
|
5 |
0 |
|
| Customer Verification |
Verifies customer satisfaction with the resolution before ending the call. Offers options for further assistance if needed. |
- Did the CSP verify the customer's satisfaction with the resolution before ending the call?
- Did the CSP ask if there was anything else they could help with?
- Were options for further assistance clearly offered?
|
|
5 |
0 |
|
| Call Closure |
Ends the call with a courteous and professional closing. Thanks the customer for their call. |
- Did the CSP end the call with a courteous and professional closing?
- Did they thank the customer for their call?
- Was the closing polite and aligned with professional standards? (branding)
|
|
5 |
0 |
|
| Critical |
Errors that directly impact core business operations, functionality, or customer satisfaction (e.g., inaccurate job tagging, incomplete documentation, or failure to maximize all necessary resources as per the service request, such as Google Maps, Zillow, OneStep GPS, manuals, ServiceTitan, etc.) |
- Were there any errors that directly impacted core business operations, functionality, or customer satisfaction?
- Was job tagging accurate?
- Was documentation complete?
- Were all necessary resources (e.g., Google Maps, Zillow, OneStep GPS, manuals, ServiceTitan) used appropriately based on the service request?
|
|
10 |
0 |
|
| Non-Critical |
Minor mistakes, cosmetic changes, or small adjustments that do not affect the core business processes or customer satisfaction. (Ex. Incorrect initials, All Caps letters, Etc.) |
- Were there any minor errors that did not affect core business processes or customer satisfaction?
- Examples include:
- Incorrect use of initials
- Use of all capital letters
- Other cosmetic or formatting issues
|
|
5 |
0 |
|